Learner, serve thyself?

I’ve had a few queries recently about library self service and its pros and cons. Another related issue coming up has been RFID (Radio Frequency Identification) tagging, which can make self-service run more smoothly and improve efficiency (or not?); more on this in another post. At least one college library in our region is going down the RFID/self-service route, with mixed results (I have contact information if you'd like to find out more).

Why self-service?

http://www.flickr.com/photos/rosipaw/4546176248/

There’s an argument (which I agree with) that learners should be as self-sufficient as possible when using a library/LRC service – this gives them a feeling of independence and satisfaction. A useful exercise to measure this, is to view your reception area from the point of view of a new learner. Is the signage and information clear? Could they get to work without having to ask staff what to do? Although this independence is welcome, there should always be staff help close at hand, with learners encouraged to accept it.

Bigger libraries (public/HE) with very busy service points, tend to promote self-service as a means of freeing up staff from mundane issue desk duties, so they can concentrate on more productive tasks like enquiry handling and other aspects of learner support.  This is probably true for them, but in college libraries the volume of issues and returns will be much lower. I also feel that the process of issuing or returning a book gives you an opportunity to engage with a learner, which would be missed if he/she used a machine.

How much self-service?

Self-service conjures up images of expensive self-issue and return machines, but there are other areas where learners can serve themselves, for example:

• Library catalogues  Can users view their borrower record and renew and reserve items? Some systems also allow users to specify topics of interest and receive updates, among other functions. 
• E-resources access  Single sign on so learners don't have to remember a separate Athens password, but use their familiar network login, frees up access to resources and takes the strain off library staff
• PC bookings  Many of the automated booking systems allow self-booking via the Internet (there may be a cost to set this up though)
• Student printing/scanning etc.  Modern multi-function devices (MFDs) allow users to mange their own printing/scanning etc., with a budget of print credits.
• Requests and comments Does your library catalogue, website or VLE page offer a mechanism where users can suggest improvements or new resources?

Examples and case studies (mainly self-issue)

• Self issue at Exeter College using Heritage library software
• Self issue at Walsall College using AccessIT library software (contact details available on request)
• Blackburn College focused on self-service in its new Higher Education library and were able to change staff roles to higher level duties, including more learning support
• Harrogate College: self-issue and RFID using Heritage library software and Dtech RFID
• Self-issue and RFID at Telford College of Technology using Heritage library software and  2CQR RFID